Online/Anniversary discount lost due to multiple contract recreations
1 month ago
Hi Telekom hilft Team,
I hope you can help me resolve an issue with my fiber‑optic contract.
Timeline
13.06.2025 – Online order <erntfernt> with €200 online bonus and a 6‑month discounted price (€20 instead of €50).
Order was cancelled automatically ("unknown processual reason").
A Telekom agent called me and created a new order → Contract <entfernt>. After a follow‑up call, my original conditions were restored.
11.07.2025 – Installation took place. The technician said the contract was again incorrect and opened yet another contract → <entfernt>
The confirmation for this latest contract removed the extra €100 bonus and shortened the discount to 3 months.
Since then I have tried phone, WhatsApp and email support without success.
What I am requesting
Credit my account with €190 to compensate for the missing benefits; or
Adjust the terms of my current contract so that they match the original online offer.
I can provide screenshots of the original offer upon request. All order/contract numbers are listed above.
Thank you in advance for your support!
*
Vertragsnummern entfernt von VoPo914
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1 month ago
Hello @schibrikov,
thank you for the nice call.
I've opened a request for the missing special price and the one-time credit. I'll get back to you when I get a response.
Kind regards
Belana
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22 days ago
We have not yet received the final approval for the credit notes. However, we are still keeping an eye on this and will let you know as soon as the credit notes have been posted.
Best regards
Timur
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14 days ago
Hello @schibrikov
Can approve if you have received the credit?
I'm happy to hear from you.
Kind regards, ^Martin
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8 days ago
Hi @Martin Bo.,
Yes, I've received 100€ to my bank account and the rest seems to be listed as einmalige Aktionsgutschrift 3 Stück -75,63 € in my invoice (I suppose 75,63 must be 90€ after tax). Is that correct?
It's a bit difficult to follow as it's in different places and listed before tax, but I guess I've figured it out correctly, in which case it's good and the original issue is solved. Thank you so much!
However, I have another issue I hope you can help me with:
While waiting for my fiber installation, I ordered an LTE -Sofort connection to cover the interim period. The agent I spoke with assured me that I would only pay for the time I used the mobile router, since I was already paying a connection fee for the fiber service. I used the router from 27.06 to 11.07 and then emailed the agent to terminate it. Based on his statement, I expected to pay around 19 € for roughly two weeks of usage.
However, I was charged the full amount of 115 €, and only received a partial reimbursement for the monthly fee from 19.07 to 31.07. Unfortunately, I can no longer reach the agent who arranged this for me.
Contract number: XXXXX
Rechnungsnummer: XXXXX
Could you please check this and arrange reimbursement for the connection fee (70 €) and the weekly fee (9,50 €) as well?
I can create another topic if it's better.
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